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501 Connection rejected by policy [7.7] 13904 (usually different numbers here), please visit www.messagelabs.com/support for more details about this error message.

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I need a solution

Hi Tech Support

Can you please look into this situation as we are getting emails being rejected from one domain - www.digway.co.uk and the emails relating to them. The only emails being rejected are the ones that Symantec is monitoring. No other domain is affected.

We have been in continual contact with tmdhosting.com who we have used for a couple of years without any problems until this 501 Connection Error.

We have been informed that the ISP is not on a blacklist and we can guarantee that there is no spam / junk mail being sent by our client.

OUR IP IS 198.20.127.153

Please see full discussions and efforts we have made but to no avail as even today 2 more 501 errors occured; highly annoying.

I have sent sent an email to you but no acknowledgement of any sort, this was after numerous attempts via the site.

Can someone please let us know what is happening and why are our clients being rejected. This is costing us credibility, time and potential business as the client wants to order more services from us.

I would really appreciate a reply as soon as possible as this has been going on for nearly 3 weeks.

Thanking you in advance.

Amir Azam

__________________________________________________________

Sorry for the lengthy communique that is going to follow:

Dear Tech Support

Can you please look at this situation for us as it is affecting our relationship with our client.

We keep getting the following error:

501 Connection rejected by policy [7.7]

We have been onto our hosting / email providers, a reasonably reliable company:

www.tmdhosting.com

They have assured us that our VPS is clean and not on a blacklist:

198.20.127.153

See: https://www.talosintelligence.com/reputation_center/lookup?search=198.20.127.153

We have been having these issues for nearly 3 weeks now, all mainly related to one domain:

www.digway.co.uk

emails that are getting blocked by your system are from:

raj@digway.co.uk

barry@digway.co.uk

gary.gola@digway.co.uk

The server has no issues with any other email recipients other than those monitored by Symantec and all the errors are;

Series of 501 Connection rejected by policy [7.7]

Is this server / can this server not be lifted off any blacklisting that you may have.

The number of emails sent monthly from this server is just just in the hundreds and we know for a fact that none of our clients are send block emails / spam.

This is our communication with TMD in trying to resolve the situation, it is seriousl becoming an issue:

eMail Rejections on www.digway.co.uk Accounts

ID: 956244

 Status: Customer-Reply

Amir Azam

Client

23/07/2017 12:16

Hi GST

Can you please look at www.digway.co.uk thoroughly as emails from this domain have been problematic. Initial main problems were due to a 501 error (Symantec placing our server on a blacklist).

I have just had this message from raj@digway.co.uk

_________________________________________________________________

-----Original Message-----

From: Raj [mailto:raj@digway.co.uk] 

Sent: 23 July 2017 11:46

To: 'Amir'

Subject: FW: Warning: message 1dY8iS-0007Xc-NR delayed 72 hours

Hi Amir 

Getting a lot of rejections it appears....

This another one...any thoughts??

-----Original Message-----

From: Mail Delivery System [mailto:Mailer-Daemon@vps1068.tmdvps.com]

Sent: 23 July 2017 11:47

To: raj@digway.co.uk

Subject: Warning: message 1dY8iS-0007Xc-NR delayed 72 hours

This message was created automatically by mail delivery software.

A message that you sent has not yet been delivered to one or more of its recipients after more than 72 hours on the queue on vps1068.tmdvps.com.

The message identifier is: 1dY8iS-0007Xc-NR

The subject of the message is: RE: New Membership

The date of the message is: Thu, 20 Jul 2017 11:22:57 +0100

The address to which the message has not yet been delivered is:

r.binns@rha.uk.net

host mx2-eu1.ppe-hosted.com [62.209.50.27]

No action is required on your part. Delivery attempts will continue for some time, and this warning may be repeated at intervals if the message remains undelivered. Eventually the mail delivery software will give up, and when that happens, the message will be returned to you.

_________________________________________________________________

THIS DOMAIN WWW.DIGWAY.CO.UK IS REALLY IMPORTANT TO US AND IT ALONG WITH ALL EMAIL ACCOUNTS NEED TO BE 100% SPOT ON.

Can you please tell me why it experiences issues and how we can get round this.

a. Is it the server

b. Is it being blacklisted (and why if so, as we are not abusing the email system)

c. Do we need more resources (disk space / RAM...etc)

CAN SOMEONE PLEASE LOOK INTO THIS AND GET GIVE ME SOME ADVICE AS OF ALLOUR DOMAINS THIS IS THE MOST IMPORTANT ONE. AND NO OTHER DOMAIN IS EXPERIENCING ANY EMAIL ISSUES BARRING THE EMAIL ACCOUNTS ON THIS DOMAIN. WE CAN ONLY KEEP THE CLIENT AT BAY FOR SO LONG. SO PLEASE IF WE NEED TO DO ANYTHING TO RESPOVE THIS PLEASE LE ME KNOW WHAT NEEDS TO BE DONE.

Thanking you in advance

Amir

----------------------------

IP Address: 2.29.226.199

 

Ned Johnson

Staff

23/07/2017 12:36  

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Hello,

Thank you for contacting TMDHosting Technical Support Team!

We have reviewed this and it seems that the issue with the email is related to EHLO:

2017-07-23 11:47:07 1dY8iS-0007Xc-NR H=mx1-eu1.ppe-hosted.com [62.209.50.26]: Remote host closed connection in response to EHLO vps1068.tmdvps.com

2017-07-23 11:47:13 1dY8iS-0007Xc-NR H=mx1-eu1.ppe-hosted.com [91.209.104.155]: Remote host closed connection in response to EHLO vps1068.tmdvps.com

2017-07-23 11:47:19 1dY8iS-0007Xc-NR H=mx2-eu1.ppe-hosted.com [91.209.104.156]: Remote host closed connection in response to EHLO vps1068.tmdvps.com

2017-07-23 11:47:25 1dY8iS-0007Xc-NR H=mx2-eu1.ppe-hosted.com [62.209.50.27]: Remote host closed connection in response to EHLO vps1068.tmdvps.com

2017-07-23 11:47:25 1dY8iS-0007Xc-NR == r.binns@rha.uk.net R=dkim_lookuphost T=dkim_remote_smtp defer (-18) H=mx2-eu1.ppe-hosted.com [62.209.50.27]: Remote host closed connection in response to EHLO vps1068.tmdvps.com

2017-07-23 11:47:25 cwd=/var/spool/exim 7 args: /usr/sbin/exim -t -oem -oi -f <> -E1dY8iS-0007Xc-NR

2017-07-23 11:47:25 1dZEQ1-0004Fl-QD <= <> R=1dY8iS-0007Xc-NR U=mailnull P=local S=2709 T="Warning: message 1dY8iS-0007Xc-NR delayed 72 hours" for raj@digway.co.uk

2017-07-23 11:53:08 1dZEVY-0004IW-FO <= raj@digway.co.uk H=host81-130-185-200.in-addr.btopenworld.com (xtremeitPC) [81.130.185.200]:56302 P=esmtpsa X=TLSv1:AES128-SHA:128 CV=no A=dovecot_login:raj@digway.co.uk S=3592 id=01a701d303a0$e6421ee0$b2c65ca0$@co.uk T="FW: Warning: message 1dY8iS-0007Xc-NR delayed 72 hours" for amir@immediately.tv

2017-07-23 17:14:23 1dZJWR-00077u-6a <= amir@immediately.tv H=(AmirHomePC) [2.29.226.199]:57537 P=esmtpsa X=TLSv1:AES128-SHA:128 CV=no A=dovecot_login:amir@immediately.tv S=4136 id=007101d303cd$c6a111e0$53e335a0$@immediately.tv T="RE: Warning: message 1dY8iS-0007Xc-NR delayed 72 hours" for raj@digway.co.uk

Additionally, we have changed the RDNS of your server and this should take effect in the next 24 hours, in case you are experiencing the same issues in the next 24 hours please update us via this ticket so we may review this further. Also, I would like to say that everything on the server is set properly and there are no blacklists on your IP address.

We remain 24/7 at your immediate disposal.

Best Regards,

Ned Johnson

Technical Support Team Lead

TMDHosting.com

 

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Amir Azam

Client

23/07/2017 12:44 

HI need

WHAT DOES THIS MEAN: We have reviewed this and it seems that the issue with the email is related to EHLO

Also what will the RDNS change do. 

AS MENTIONED THIS DOMAIN AND ALL EMAIL ACCOUNTS IS REALLY VERY IMPORTANT.

CAN WE DO WHATEVER IS NEEDED SO THATTHEY DO NOT ENCOUNTER ANY MORE ISSUES; THEY HAVE HAD A LOT OF PROBLEMS IN THE LAST TEN DAYS.

Please let me know if we are doing anything wrong here.

Do they have enough disk space / bandwidth / email space allocation?

Thanks

Amir

 

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Ned Johnson

Staff

23/07/2017 13:06  

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Hello,

Thank you for the update!

We have reviewed this and EHLO and HELO is important and this is how SMTP Communication is being initiated this is the first response towards and from a server's SMTP service. The errors I provided you show that the EHLO connection was closed, which would mean that the SMTP communication for mail delivery was not even initiated, this may be caused due to one server unable to connect to the other.

Since this is the issue, we decided to change the Reverse DNS (RDNS) of your server which would make email authentication easier for EHLO and HELO.

As for the experienced issue, you should allow up to 24 hours for the new RDNS to start working, in case the issue is still concurrent you should have to update us via this ticket with the new bounce back if there is such so we may provide this to our System Administrators for further review.

Considering this, if we may assist you further on this matter, please do not hesitate to contact us again.

We remain 24/7 at your immediate disposal.

Best Regards,

Ned Johnson

Technical Support Team Lead

TMDHosting.com

 

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Amir Azam

Client

26/07/2017 06:12 

Hi Ned

Can you please check this as follow up to the previous message.

Still getting 501 - particular email address I am concerned about is raj@digway.co.uk as that gary@ and barry@ are the most important (although they are all important for this domain.

-----Original Message-----

From: Mail Delivery System [mailto:Mailer-Daemon@vps1068.tmdvps.com]

Sent: 25 July 2017 10:50

To: info@digway.co.uk

Subject: Mail delivery failed: returning message to sender

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

GLASGOWCC.EMPLOYERDIRECT@DWP.GSI.GOV.UK

host cluster5.eu.messagelabs.com [195.245.230.51]

SMTP error from remote mail server after initial connection:

501 Connection rejected by policy [7.7] 3305, please visit www.messagelabs.com/support for more details about this error message.

-----Original Message-----

From: Mail Delivery System [mailto:Mailer-Daemon@vps1068.tmdvps.com]

Sent: 25 July 2017 10:51

To: info@digway.co.uk

Subject: Mail delivery failed: returning message to sender

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

GLASGOWCC.EMPLOYERDIRECT@DWP.GSI.GOV.UK

host cluster5.eu.messagelabs.com [85.158.136.83]

SMTP error from remote mail server after initial connection:

501 Connection rejected by policy [7.7] 3612, please visit www.messagelabs.com/support for more details about this error message.

-----Original Message-----

From: Mail Delivery System [mailto:Mailer-Daemon@vps1068.tmdvps.com]

Sent: 25 July 2017 11:15

To: info@digway.co.uk

Subject: Mail delivery failed: returning message to sender

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

GLASGOWCC.EMPLOYERDIRECT@DWP.GSI.GOV.UK

host cluster5.eu.messagelabs.com [85.158.138.179]

SMTP error from remote mail server after initial connection:

501 Connection rejected by policy [7.7] 16914, please visit www.messagelabs.com/support for more details about this error message.

Your assistance in rectifying these issues on this domain would be greatly appreciated.

If we need to do something on this side then please let us know. The message always seems to be from messagelabs and their link to our server.

Thanks

Dave

 

 

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John Rogers

Staff

26/07/2017 06:35  

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Hello,

Thank you for the update!

It appears that the IP address of the server has low reputation at Symantec. I have requested a delisting from the following tool:

http://ipremoval.sms.symantec.com/lookup/

In 24 hours the reputation of your IP address will be increased and this should be resolved. I have also checked your IP address from the following online tool:

http://mxtoolbox.com/blacklists.aspx

and I can confirm that there are no other issues.

Feel free to get back to us if you have any further questions or comments.

Best Regards,

John Rogers

Genius Support Team

TMDHosting.com

 

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Amir Azam

Client

26/07/2017 06:47 

Hi John

Thank you for this, but why does it keep reverting to low reputation?

As for this: 

In 24 hours the reputation of your IP address will be increased and this should be resolved. I have also checked your IP address from the following online tool:

http://mxtoolbox.com/blacklists.aspx

Is this the IP of our office or the IP of the customer digway which is sending the email from the digway.co.uk domain. Do we need to delist their IP if this is the case. We are having no issues with anyone else just the digway domain.

Sorry for the hassle but please let me know.

Thank you.

Dave

 

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John Rogers

Staff

26/07/2017 06:56  

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Hello,

Thank you for the update!

This is not related to your or a customer's IP address. This is related to the server's IP address - 198.20.127.153. And indeed you are not having issues with other email providers as it has low reputation with them only. I am afraid that we would not be able to tell why it is reverting to low reputation. This might occur if you are sending too much email to them or if they find something suspicious in your emails. I would recommend to await some time and recheck if the IP reputation will be improved. Once improved, if the issue reoccurs we would recommend contacting them to check why this is happening.

Feel free to get back to us if you have any further questions or comments.

Best Regards,

John Rogers

Genius Support Team

TMDHosting.com

 

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Amir Azam

Client

26/07/2017 07:44 

Hi John

Okay.

But just quickly as for too many emails.

Over the month the group as a whole has only sent a thousand or so over a month, maybe a touch more.

Anyway I'll monitor the situation and come back to you.

Thanks

Dave

 

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John Rogers

Staff

26/07/2017 07:51  

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Hello,

Thank you for the update!

Not a problem at all. Please review this and if you encounter anything suspicious or if we could be of any further assistance update us here.

Feel free to get back to us if you have any further questions or comments.

Best Regards,

John Rogers

Genius Support Team

TMDHosting.com

 

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Amir Azam

Client

28/07/2017 07:44 

Hi John

PLEASE LOOK INTO THIS.

Same domain, email address raj@digway.co.uk

https://i.imgur.com/KfVSeBL.png

https://i.imgur.com/GoLizeq.png

It seems that the same Symantec shysters are blocking the domain / emails.

THIS IS VERY IMPORTANT CLIENT FOR US. CAN YOU PLEASE CHECK AND DOUBLE CHECK AND PLEASE RESOLVE ISSUE.

IT IS REALLY IMPORTANT. WHY ARE SYMANTEC CONTINUALLY BLOCKING THE SERVER???

PLEASE REPLY ASAP AS I NEED TO GET BACK TO THE CUSTOMER

Thank you.

Dave

 

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John Rogers

Staff

28/07/2017 07:59  

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Hello,

Thank you for the update!

The IP address of your server does not have a negative reputation. 

Please allow us some time to review this. Once we have any additional information available we will update you here.

Thank you for your patience in the meantime.

Best Regards,

John Rogers

Genius Support Team

TMDHosting.com

 

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Frank Dodson

Staff

28/07/2017 08:29  

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Hello Dave,

Thank you for your patience up to now!

We have reviewed your case once again and in order to rectify the issue, we have enabled DKIM and SPF records for your domain which will be fully active in the upcoming 24 hours. Considering this, please allow that time and if the issue still persists, please update with an email account to whom we could send a test email so we could recreate the issue.

Considering the information above, please do not hesitate to contact us again if we can assist with anything else!

We remain 24/7 at your immediate disposal! 

Kind Regards,

Frank Dodson

Genius Support Team

TMDHosting.com

 

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Amir Azam

Client

28/07/2017 09:29 

Hi Frank

Thanks for the info.

Is it possible to updated everything that is needed at once for this domain, as it is very important to us.

You have RDNS which resolve EHLO and HELO and now this DKIM and SPF - 

TBH ALL THIS IS FLYING WAY ABOVE OUR HEADS.

At the moment of all the domains on our server this is the most crucial as potential of a new server on the back of this and at least 3 more websites.

The test email, most important one, is raj@digway.co.uk - issues are always with [messagelabs]. Is it possible that Symantec are blocking the server from different servers at their end so when unlisting certain part of the Symantec system does not synch???

SORRY FOR HASSLING BUT VERY IMPORTANTPLEASE DO BEST THAT YOU CAN OR ADVISE ACCORDINGLY AS EACH CHANGE ADDS 24 HOURS DURING WHICH ANOTHER EMAIL OR TWO GETS REJECTED, IRATING THE CUSTOMER!

Thanks

Dave

 

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Frank Dodson

Staff

28/07/2017 09:53  

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Hello,

Thank you for your update!

I will escalate this ticket to our System Administrators from which you will be updated with more detailed information on the matter. Please, allow them some time to review your case. Once they have more information on your case, you will be updated in this ticket.

Meanwhile, I would like to thank you for your patience and understanding in advance

Kind Regards,

Frank Dodson

Genius Support Team

TMDHosting.com

 

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Steven Greene

Staff

28/07/2017 10:04  

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Hello, 

Thank you for the patience.

I have checked and the IP address of your VPS is not present in any blacklist. Also the reputation of the IP address is neutral. You can verify that by accessing the following link: 

https://www.talosintelligence.com/reputation_center/lookup?search=198.20.127.153

As for the following error: 

501 Connection rejected by policy [7.7] 16914, please visit www.messagelabs.com/support for more details about this error message.

the same is indicating that your emails are being rejected due to policy reasons, which in most cases means that the IP address is blacklisted, but in your case the IP address of your VPS is not blacklisted. You can verify that via the following online checking tool: 

http://ipremoval.sms.symantec.com/lookup/

In order to locate the source of the issue, we would like to recommend you to contact the support team of "symantec.com" and ask them to provide you with more information on the matter. 

Feel free to contact us again if you need any further assistance.

Best regards,

Steven Greene

Genius Support Team

TMDHosting.com

 

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Amir Azam

Client

28/07/2017 16:21 

Hi Steven

This seems to be a common problem with Symantec.

Are you experiencing this with any other customers of your.

There seems to be no solution as trying to connect to Symantec is nigh on impossible. And they are saying that their client has to tell our client to tell us to tell you what the issue maybe. This is bloody ridiculous. Does Symantec not know the issues they are creating for decent developers.

Please offer some guidance as our client had another rejection:

501 Connection rejected by policy [7.7] 20709

All the while it is affecting our relationship with the client.

If we get a another VPS which we are planning, will this again cause issues? 

Really baffled so help and guidance will be greatly appreciated and being you being major hosting company maybe you can get more joy from Symantec.

Please let us know

Amir

Could you please check the status of our server on your systems and let us know what the issue is.

For us to get your client to tell our client to tell us is a big issue,

we could do this on a one off but our messages are getting rejected on a daily basis and this simply is not practically possible.

This is having a profounf affect with our client and our business relationship wiuth them.

Can someone please reply to this message with a view to resolving this situation as soon as possible as it is affeting us badly

We know this is a common issue as there are forums with other developers experiencing the same issues.

Thanking you in advance.

Best Regards

Amir

+44 (0) 78 66 7777 44

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